New hi-tech repairs appointment service
Issued on behalf of and with the approval of Housing Hartlepool
CONTACT: Helen Logan on 01325 363436
Housing Hartlepool has introduced a hi-tech system to make its repair service more convenient and efficient.
It has set up an Active Messaging Service to improve the appointment process by keeping in regular contact with residents about a visit by repairs and maintenance staff.
How the new system works will depend on what type of contact details have been provided by the tenant:
• Mobile phones will receive a text message.
• Land line numbers will receive a voice activated text message.
There will be two stages of contact:
• Reminder - a message will be sent to the resident the day before the agreed appointment.
• Operative on-route - a message will be sent when the tradesman is on their way to the appointment.
Housing Hartlepool chief executive Catherine Purdy said: “As a responsible landlord, we are employing the latest technology to provide the best customer service possible to our residents.
“This system is an ideal way of keeping tenants fully informed and up to date with how their repair request is progressing.
“It is built around having a preferred contact number. So the important thing for residents to remember, when reporting repairs, is to ensure the contact number they provide is the one they want us to contact to them on.”
Residents can update their contact details by calling 0800 052 5399 or provide the details next time they order a repair.
Housing Hartlepool is the largest housing association in Hartlepool.
It was set up in March 2004 to take over the ownership and management of the Council's rented housing stock following a positive ballot by tenants. It is a not for profit charitable organisation.
Housing Hartlepool is run by a voluntary board that consists of four tenant members, four council nominees and four independent people.
The company manages 7,000 properties throughout the Hartlepool area and surrounding villages. These range from five-bedroom family houses to flats for single people. In addition there is a wide range of bungalows and sheltered housing complexes for the elderly.
The housing service is provided from three neighbourhood-based offices.
For more information, go to: www.housinghartlepool.org.uk
Darren Hann, of Housing Hartlepool, uses a handheld computer as part of the new hi-tech repairs appointment system.